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Alec Whitten


January 9, 2024

McGee-Smith Analytics – Episode 3 of 3 – Sentiment Analysis Driving Innovation

Customer Experience

Amazon Connect

This video is about a company called Scope Services and how they are using Amazon Connect to improve their customer service.

The video starts by talking about how companies are traditionally using spreadsheets to handle quality monitoring, which doesn't give them much insight into the customer experience. Scope Services is looking to move from a premises-based contact center to Amazon Connect in order to improve their scalability, add features like screen pop and outbound campaign management, and improve their reporting and analytics.

One of the most interesting things about Scope Services' approach is that they plan to use Amazon Connect's Contact Lens feature to start listening to their customer calls before they even complete their deployment. This will allow them to get a better understanding of how their customers are interacting with their agents and what they can do to improve the customer experience.

The video also talks about VTTeam, a company that offers end-to-end project design and implementation for Amazon Connect and Avaya contact centers. VTTeam can help companies with a variety of contact center needs, including cost modeling, speech-enabled IVR deployments, call back assist, SMS campaigns, chatbots, and virtual assistants.

Overall, this video is a great resource for anyone who is interested in learning more about how Amazon Connect can be used to improve customer service.